Customer Care Professional

Impress; Madrid; Presencial; EUR 24.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Teeth aligner and whitening benefits

Growth opportunities

Inclusive company

Fresh fruit & coffee

Descripción de la vacante

Impress, líder europeo en Health-Tech, busca un profesional de Operaciones de Atención al Paciente con Dutch para unirse a nuestro equipo en Barcelona. El rol es 100% presencial y requiere liderazgo de equipo, gestión de KPIs y experiencia en entornos internacionales.

Se ofrece compensación fija y un KPI adicional, con horarios de 40h/semana. Se valorará experiencia en atención al cliente multicanal, capacidad de optimizar procesos y crear materiales de formación.

Formación

• Requisito: nativo en neerlandés y nivel profesional de inglés.
• Más de 4 años en puestos similares en entornos internacionales.

Responsabilidades

• Liderar y entrenar a un equipo de Patient Care Specialists.
• Monitorear y mejorar el rendimiento del equipo mediante KPIs y feedback.
• Garantizar interacciones de alta calidad con pacientes en múltiples canales.
• Optimizar flujos de trabajo para aumentar la eficiencia.
• Gestionar escalaciones y soluciones para casos complejos de pacientes.
• Colaborar con ventas, operaciones, equipos clínicos y logística.
• Elaborar materiales de formación actualizados con procesos claros.
• Medir satisfacción del cliente y diseñar mejoras cuando sea necesario.
• Asegurar que se cumplan los KPI de volumen de llamadas y correos.

Conocimientos

Dutch

English

Team leadership

Customer service

Descripción del empleo

Descripción del trabajo

Join Impress - Europe's Leading Health-Tech Innovator! We are the largest chain of orthodontic clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

Job Overview

We're seeking a dynamic and results-oriented Care Operations Professional with Dutch who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.

Location

This position is based 100% on-site at our headquarters in Barcelona (Spain).

What You'll Do

• Lead and coach a team of Patient Care Specialists.
• Monitor and improve team performance through KPIs and feedback sessions.
• Ensure high-quality patient interactions across multiple communication channels.
• Optimize workflows and processes to enhance efficiency.
• Handle escalations and provide solutions for complex patient cases.
• Collaborate with other departments (Sales, Operations, Clinical teams, Logistics) to ensure seamless patient care.
• Create up-to-date training materials with clear processes and procedures.
• Measure customer satisfaction and design improvement mechanisms as required.
• Always ensure world-class NPS.
• Ensure call, chats, emails volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.
• Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.
• Handle escalations of customers and patients.
• Supervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and outbound call management, complaints, appeals, grievances processes, etc.
• Self-motivation and a hunger for success.
• Never accept results lower than "Impressive".
• Lead by example and never stop improving.

What Youll Bring

• +4 years of experience in a similar position within Customer Service working in an international environment.
• Must-have: Native level of Dutch and full professional level of English.
• You are recognized for your team spirit, your interpersonal and writing skills.
• A proactive attitude and inclusive behaviour.

What we offer

Internacional team! You will work with people from all over the world, at our Barcelona headquarters in the Eixample district.

Fixed compensation range: €24.000 - 28.000

Variable based on KPI achievement: €5.000

Working hours: 40h/week, 09:00 to 18:00.

Work days: Monday to Saturday (one Saturday/month).

• Teeth aligner and whitening benefits.
• Real growth opportunities.
• We are an inclusive company.
• Fresh fruit & coffee every morning.

At Impress we cultivate a culture of inclusion and diversity.

We celebrate our employees individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.

Our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better results.